Today, the Mobile Quality of Experience is poor:

• Currently 20% of mobile multimedia commercial transactions never complete (I)
• Up to 30% revenue leaks out from Premium SMS transactions in the UK (II)
• Only 12% of the customers professed to be completely satisfied with the mobile online experience, while 64% said that they would give up trying after one or two attempts (III)

Millions of dollars are lost every year on the entire mobile value chain because of unsuccessful commercial transactions, thus service adoption rates remains low and customer loyalty poor.

With the number of services and handsets on the market constantly increasing, testing costs are growing out of control throughout the services’ life cycle. Time to market is too slow for all phases of the delivery chain (Development, Production, Marketing).

Managing SLAs is becoming a nightmare with too many services must be monitor and too many handsets to validate.

TeleResources & Zandan can help improve the Quality of Experience:

Zandan’s testing platform helps improve the Quality of Experience by increasing the availability of key services, reducing revenue leakage globally by country and by service.

We give our clients the possibility of building more exciting services by reducing the time for testing and acceptance, which thereby allows them to spend more time on services development.

Our solution helps to improve interoperability by detecting if services are performing as expected with different networks, and ensuring that all supported handsets are working correctly with existing portals and services. Zandan’s solution can scale up to 100’s of handsets.

Zandan’s solution cuts testing costs:

• processes are optimised with simplified testing and re-usable test cases during the entire testing lifecycle,
• testing costs are decreased with automated testing and monitoring compared to manual testing,
• the process of managing partners is made more effective by managing and enforcing SLAs.

Mobile services suffer from high technical complexity: several radio networks (2.5G, 3G, HSDPA…), complex IP infrastructures (Portals, Gateways, Billing, LBS, MMSc, Rendering Engines), different protocols (SMS, MMS, WAP, Streaming), support for hundreds of handsets (feaure phones, smart phones, PDAs.etc).

The Operators' role in portal, billing, personalisation, location combined with a "revenue sharing" business model makes the technical chain long and shared by too many players to be easily controlled and managed.

New media brings new issues like interoperability and usability, while traditional issues like availability and performance are more difficult to analyse in a mobile environment, since problems can occur anywhere in the technical chain.
Very few of those issues can be detected by traditional QoS solutions. As a result, no one knows anymore what the end-user really experiences.

- (I) Zandan’s results in 2006 on its ASP platform
- (II) Mobile Messaging Analyst, Informa, 2006
- (III) Survey commissioned by Olista in 2005